High touch activities, on the contrary, require a high degree of interaction at various levels between a specific individual or team at your company and the customer (for example business process reengineering or application implementation). A/B testing of emails, webinars, tweetstorms, and Community topics should abound. The three-tiered approach to customer follow-up (high touch, medium touch, and low touch) allows every company to effectively respond to customers, even if they can’t commit a lot of resources. ... From Low- To High-Touch Customer Service. Gainsight Platform Customer Success Deliver the outcomes your customers desire. Your follow up plan could look something like this: Send a “thank you” and possibly offer an incentive for the customer to share your product. "low-touch" business model involve selling a product or service that can consume on its own, without much "touch" from a salesperson or other employee. We get it — not every business has the headcount to personally respond to. If my cousin Jenny buys shoes from Zappos and gets a hand-written note with a package of gummy bears in the mail from the agent she spoke to, she’s going to expect that same level of service when she buys a vacuum cleaner from a different company next week. The values, beliefs, and norms shared by a group of people. While low cost airlines are sometimes known for having poor customer service, Southwest really outshines them all and competes with the big dogs for providing an exceptional passenger experience. You need a way to bottle up your CSMs' special sauce and confidently move from high touch to high leverage. Watch Video, Whether you are new to CX or a Pro, find resources that will help you improve customer experience. They can include questions about the overall customer service experience, the ease with which the customer’s questions were answered or they can be about the representative who assisted them specifically. This is a tough call, particularly if you’ve already been treating these customers with white gloves. Justify why customers prefer these choices. As a customer… I spend a lot of time with companies of all shapes and sizes, from high-touch enterprise-type companies to those that employ a self-service model, and the one thing I’ve always said is that leveraging automation and 1:many communication mechanisms are not just for the small, self-service companies. Sample use cases —See how people use live chat on their websites here. Here’s what customers have told researchers lately about service, plus ideas on how you can deliver the customer experience they really want: 1. Executives Align on customer heath and opportunities. Product Experience Teams Create elegant product experiences. High touch, concierge service must be cultivated at the individual employee level to create a culture of excellence. By closing the loop with customers, you show them that you’re not only listening to their feedback, you consider it so important that you’re using it to make their experiences better. The problem with it is that it usually means taking the current Demand Gen processes that are working for customer acquisition and simply aiming them at your install base. Branding won’t change but voice and messaging and targeting most certainly will. How would you define ‘high-touch’ customer service? False. Discover more complementary solutions in the first complete Customer Success ecosystem. There aren’t a lot of universal truths in the Customer Success world, but one is that lower-revenue customers tend to churn at a higher rate; so plan accordingly. Just can ’ t worry, it doesn ’ t worry, it doesn t... What to do with this long tail CEO to the Blog, Learn how grow... 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